Complaint Review: Centurylink

I am a computer technician with 10 years experience. I have been a CenturyLink customer and a employee.

I have never been more frustrated from dealing with a company or more embarassed to work for one that my time with Centurylink.

From the customer stand point, I have dealt with supervisors in tech support that give false information. I know this because I would not tell them I work for the company, they would try to blame the equipment on my end and try to sell me theirs. What they didnt know is I could look at the service and see that issue was with Centurylink equipment and that it was an area wide issue. Ultimately I was able to work my way up the chain and get my money back, but only after supplying undeniable evidence that they were at fault. Keep in mind that the evidence I provided was only available because I was an employee and there is no way a typical customer would have been as fortunate.

From the employee stand point, it seems the steps and procedures that Centurylink wants it's agents to follow are designed to increase the length of the call, increase the number of transfers needed and essentialy try to frustrate the customer untill they give up. If the customer threatens to cancel service they wave the cancellation fee high and proud. I have had situations where a customer will be scheduled to have someone come to their home the following day, instead no one calls and no one shows up. Customer calls back to reschedule the missed appointment, only to be skipped over again, then again.

This stuff happens daily, I can think of a specific instance where a customer had been trying to get service connected for 3 weeks. She had called dozens of times and still couldnt get someone to even show up.

I wouldnt wish this kind of service on an enemy let alone recommend it to a friend.

You have been warned.